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はじめに

IBM Data and AI team is looking for an experienced technical support engineer to join our team. As part of this team, you will have opportunity to work on supporting our customers that are utilizing IBM's Cloud Pak for Data platform.

役割と責任

**Important: This role requires weekend coverage, therefore the candidate needs to have availability to work on an alternate work week schedule including Saturday, Sunday or both.

 

Your responsibilities will include:

• Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and

understanding its scope

• Managing client expectations and understanding the nature of the issue in terms of technical impact and

pervasiveness

• Utilizing technical and negotiation skills and collaborate with other support teams / Dev to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

• Make timely, accurate and complete updates in case information to document all activities relating to the clients’ reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given)

• Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines

• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.

• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction. For Global Elite Program will need to follow stricter SLAs

• Record and document each step of the problem- solving effort including any interaction with the client.

• Sharing knowledge and expertise with the team and with the clients, such as writing technotes etc.

• Ensuring that adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes

必要とされる学歴
学士号
望ましい学歴
修士号
必要な専門的および技術的知識

5 years of experience in technical support/technical leadership client facing role

Demonstrated Knowledge of Linux operating systems such as RHEL or CentOS. LPIC-1, Linux+ certifications.

Experience working with container technologies: Openshift (preferred), Kubernetes, Docker, etc

Proficient in technical writing; public facing knowledge articles; technical forum contributions

Demonstrated communication skills and additional languages are a plus.

 

歓迎する専門的および技術的経験

RHCA certification.
Openshift Admin certification.

 

事業部門について

IBMソフトウェアは、機械学習から生成AIまで、中核ビジネス運営にインテリジェンスを組み込み、組織がより即応的、生産的、およびレジリエントになれるように支援します。 IBMソフトウェアは、お客様がAIを今すぐ活用して、デジタルレイバー、IT自動化、アプリケーションのモダナイゼーション、セキュリティー、サステナビリティーにわたり、信頼性とスピードを兼ね備えた上で確信の持てる、真の価値を創造できるように支援します。 AIの有効性は、その基となるデータの有効性と同等になるため、ここで重要となるのは、すべてのデータを活用可能にすることです。 ほとんどの組織では、データが複数のクラウド、オンプレミス、プライベート・データセンター、エッジに分散しています。 IBMのAIおよびデータのプラットフォームは、信頼できるデータでAIの効果を拡張および加速し、ビジネス全体にAIのトレーニング、調整、導入を行うための先進の機能を提供します。 IBMのハイブリッドクラウド・プラットフォームは、ハイブリッド環境全体で開発、セキュリティー、運用を行うための最も包括的で一貫性のあるアプローチのひとつです。柔軟なファウンデーションとして、データを場所を問わず活用できるようにするため、AIを拡張してビジネスに深く浸透させることが可能になります。

あなたの人生 @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

IBM について

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

その他の関連する職務の詳細

For additional information about location requirements, please discuss with the recruiter following submission of your application.